Pulley · 3 weeks ago
Scaled Customer Success Manager
United States
Full-time
Remote
Mid, Senior Level
$100K/yr - $155K/yr
3+ years expPulley is a company focused on simplifying the equity management process for founders. They are looking for a Senior Customer Success Manager to design and implement scaled customer success programs, ensuring early-stage and SMB customers effectively onboard and utilize their services.
Financial ServicesFinTechInformation ServicesSoftware
Responsibilities
Partner with the team lead to define Pulley’s approach to supporting early-stage and SMB customers at scale
Create the frameworks, playbooks, and mechanisms that make the experience consistent and predictable
Own and manage a large portfolio of 1,000+ customers, driving retention and customer success at scale
Build one-to-many onboarding, training, and education paths
Develop lifecycle communications, templates, and content that guide users through key moments
Launch recurring programs such as product walkthroughs, office hours, and adoption workshops
Own activation, adoption, and health metrics for this customer segment
Use data to identify friction points and design interventions that work across thousands of accounts
Surface insights and opportunities that shape customer-facing product and content decisions
Collaborate with Product, Support, RevOps, and Implementation to build automated workflows and in-app guidance
Contribute to segmentation, health scoring, and tooling decisions that make the motion more efficient
Drive cross-functional projects that improve the customer journey
Establish standards and operating models that future ICs can follow
Qualification
Required
3–7+ years in Customer Success, scaled/tech-touch CS, or lifecycle/engagement roles
Hands-on experience contributing to or leading a 0→1 success motion
Strong familiarity with programs that support high-velocity, early-stage or SMB customers
Comfortable with CS tools, lifecycle platforms, and customer analytics
Excellent written and verbal communication
Strong program design instincts with the ability to iterate quickly
Analytical mindset, with experience measuring and improving adoption and engagement
Ability to turn customer patterns into scalable systems and content
Preferred
Experience in equity, FinTech, or financial tools
Experience working closely with Product teams
Interest in AI-enabled customer engagement and education
Benefits
Competitive salary and equity
Medical, Dental, and Vision insurance
Unlimited PTO + Winter holiday break
Parental leave
Generous stipends for WFH, learning, wellness, and AI tools
401(k) match (US) / Pension match (Canada)
Company
Pulley
Pulley is a developer of cap table management, communications hub, and fundraising modeling platforms to manage equity for startups.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$50.15MKey Investors
Founders FundStripe
2022-07-13Series B· $40M
2020-10-21Series A· $10M
2020-03-17Seed· $0.15M
Recent News
2025-07-16
Company data provided by crunchbase